Personnel Contact Quality

What it measures

Personnel contact quality captures customers' perceptions of the interpersonal service quality of a logistics provider's frontline contact personnel. The construct reflects the degree to which customer service employees demonstrate customer orientation, including adequate product knowledge, problem-solving ability, and empathy toward customers' needs and circumstances. Based on the service quality literature's emphasis on the employee–customer interface as a central driver of perceived service quality.

Representative items

• The designated DLA contact person makes an effort to understand my situation.
• Problems are resolved by the designated DLA contact person.
• The product knowledge/experience of DLA personnel is adequate.

Citation

Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82–104.